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Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia

Sahar Hosseinikhah Choshaly (Department of Management, Lahijan Branch, Islamic Azad University, Lahijan, Islamic Republic of Iran)
Marva Mirabolghasemi (Department of Management, Lahijan Branch, Islamic Azad University, Lahijan, Islamic Republic of Iran)

Library Management

ISSN: 0143-5124

Article publication date: 28 August 2018

Issue publication date: 5 March 2019

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765

Abstract

Purpose

The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM).

Design/methodology/approach

Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables.

Findings

The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction.

Practical implications

Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission.

Originality/value

The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

Keywords

Citation

Choshaly, S.H. and Mirabolghasemi, M. (2019), "Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia", Library Management, Vol. 40 No. 3/4, pp. 240-250. https://doi.org/10.1108/LM-03-2018-0023

Publisher

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Emerald Publishing Limited

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